Customer Service Domestic Voice Manager-BPS

Job Description: Manager - Operations BPS Voice/Non-Voice Process Role Overview The Manager - Operations will be responsible for leading and managing the operations of an voice and non-voice process with a minimum headcount of 300. The candidate should have held a Manager position for at least two years Key Responsibilities Operational Management Oversee day-to-day operations of voice and non-voice processes, ensuring adherence to SLAs and KPIs. Monitor and manage team performance, productivity, and quality standards. Implement and optimize processes to improve efficiency and reduce turnaround time. Ensure compliance with company policies, procedures, and regulatory requirements. Team Leadership Manage a team of 300+ associates, including supervisors and team leaders, fostering a culture of collaboration and accountability. Conduct regular performance reviews and provide constructive feedback to team members. Develop training programs to upskill employees and enhance their performance. Handle escalations and provide guidance to team leaders in resolving complex issues. Client and Stakeholder Management Act as the primary point of contact for clients, ensuring their requirements are met and expectations exceeded. Build and maintain strong relationships with stakeholders, addressing concerns promptly and effectively. Provide regular updates and reports to clients and senior management on operational performance. Strategic Planning and Execution Develop and implement strategies to achieve business goals and drive growth. Analyze data to identify trends, areas for improvement, and opportunities for innovation. Collaborate with cross-functional teams to align operations with organizational objectives.